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Cancellation and Refund Policy

 

Last Updated: 23-June-2025 | This policy outlines our return conditions for products.

Order Cancellation

You may cancel most orders within 24 hours of placement, subject to the conditions below. For assistance, contact us at [email protected] or WhatsApp at +91-9249029765.

Customer-Initiated Cancellations

  • Email/WhatsApp Request Required: Send cancellation requests to [email protected] or WhatsApp at +91-9249029765 with order details.
  • Pre-Shipment Cancellations:
    • Prepaid orders: Full refund (minus 2% payment gateway fee) before shipping confirmation.
    • Cancellations after processing but before shipment: 2% cancellation fee applies, including transport costs.
  • Processing Time:
    • Requests before 6:30 PM IST: Processed same business day.
    • After 6:30 PM IST, weekends, or holidays: Processed next business day.
  • No Cancellations Post-Shipment: Orders cannot be cancelled once shipped, except for Hot Deals (see below).

AquaStore-Initiated Cancellations

  • We may cancel orders due to:
    • Pricing or description errors
    • Out-of-stock items (e.g., fish or plants unavailable)
    • Payment verification issues
  • Full refund issued within 2 business days to original payment method.

Refund Policy

Refunds are processed within 7–10 business days after approval, subject to the conditions below. Shipping and packing charges are non-refundable.

Eligible Cases

  • Pre-Shipment Cancellations: Full refund (minus 2% payment gateway fee).
  • Dead on Arrival (DOA) for Livestock:
    • Standard Delivery (Carton Box Shipping):
      • 50% refund of product price.
      • No refunds for Tetra varieties (e.g., Neon Tetra, Cardinal Tetra).
      • 40% refund for exotic varieties (e.g., discus, arowana, shrimps, snails, monster fish, stingrays, plecos, flowerhorns, oscars etc).
    • Standard Delivery (Thermocol Box Shipping):
      • 70% refund of product price.
      • 60% refund for exotic varieties (as listed above)
    • Standard Delivery (without selection of any boxes): 0% refunds of product price.
    • Notify us within 1 hour of delivery with photo/video proof via email or WhatsApp.
  • Defective/Wrong Non-Living Items: Full refund or replacement after inspection (contact within 24 hours with proof).
  • Shipping and packing charges are non-refundable. Cannot refund in any case.
  • AQUAstore.in is not responsible for any delays caused by the shipping carrier. If a delay results in the consignment arriving in a dead on arrival (DOA) condition, refunds or replacements will not be provided. In case the courier is unable to deliver the package at your doorstep, we strongly recommend customers to collect the parcel directly from the courier office at the earliest to avoid such risks. Its Customer's responsible to collect the parcel on time.

Non-Eligible Cases

  • No refunds for uncollected or refused parcels after courier contact.
  • No refunds for fish/plant mortality due to climate changes, temperature problems, improper care, acclimation, or courier delay or delays in pickup.
  • No refunds for Hot Deals orders (all sales final).
  • No returns accepted for any products due to their nature (e.g., live fish, plants).

Processing Details

  • Timeline: 7–10 business days after approval.
  • Method: Original payment mode (e.g., credit/debit card, UPI, net banking).
  • Deductions: 2% payment gateway fee; shipping/packing charges for post-shipment issues.
  • Replacements: Offered for DOA or wrong items (customer pays shipping unless our error).

Hot Deals Cancellation and Refund Terms

  • No cancellations or refunds for Hot Deals orders.
  • Customers must collect parcels from railway station or airport (no home delivery).
  • No DOA policy applies; all sales are final.

Contact Us

For cancellation or refund inquiries:

AquaStore.in
3/499-A, Amballoor, Kochi, Kerala, 682315
Email: [email protected]
Phone: +91-7907837016 (10AM–6PM, Mon–Sat)
WhatsApp: +91-9249029765 (fast response)